Published Paper Details:

Service quality is the ability of the organization to meet or exceed customer expectations. The SERVQUAL scale developed by Parasuraman, Zeithaml and Berry has been widely accepted throughout the world to measure the gaps in service quality. Globalization, liberalization and privatization of Indian economy has given rise the scope for the service industry to grow at a rapid pace. Indian consumers become more conscious in terms of quality. Higher education in India has become more competitive after private players' entry in to the market and competition from global players. Existing players, especially private institutions, need to concentrate more on quality aspects to satisfy the present customer requirements. The present study has been conducted to find the gap between student expectations from a higher education institution, their perception of the present institution and their satisfaction levels. The study has been conducted at one of the top engineering colleges in Chittor district. SERVQUAL Questionnaire was used as a data collection tool. The sample size used for the study is 100. The study supports Hasan et al. (2008) work that empathy and assurance are the more critical factors that determine the student satisfaction, and there is a relationship between service quality and student satisfaction.